Joel - my apologies - but I must have missed this discussion update last year and never replied back (feel free to reach out to me directly in the future if that happens.)
We're making great progress on Workitem Routing and I'm planning to have our routing APIs made available next week. At this point, via our APIs, customers can create workbins, define worktypes, and create individual tasks/workitems, build process flows, execute business actions with triggers and workflows (via event orchestration) and as of next week, we'll be able to route workitems to agents (though you'll need a custom UI to do it!)
This quarter I hope to release our native agent UI support, list views for supervisors, our first reports, and a bunch of other related enhancements.
I''ll be presenting our roadmap at this quarters public webinar on 1/25 - so please join!!!
Thanks,
Chris
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Chris Bohlin
Product Manager - PureCloud
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Original Message:
Sent: 10-25-2022 22:36
From: Joel Graham
Subject: Routing of Work item to Agents.
Hi @Chris Bohlin
Any updates on the release of the UI for work item routing ?
I was looking for it in the recent roadmap webinar, but could not see a mention of it.
Thanks
Joel
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Joel Graham
CX Program Manager
Original Message:
Sent: 07-25-2022 21:21
From: Joel Graham
Subject: Routing of Work item to Agents.
Hi Chris - please disregard my 'this rear' typo (doh!) - intended as 'this year'.
Thanks for the update - this is promising, but I'll hold off on getting onto any Beta until we have the UI available - around Q4.
Thanks!
Joel
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Joel Graham
Red Energy Pty Ltd.
Original Message:
Sent: 07-25-2022 08:51
From: Chris Bohlin
Subject: Routing of Work item to Agents.
Joel - first off - does it really say 'this rear' somewhere? If so can you point me to where that is so I can fix it?
Workitem routing is underway and we've already introduced a number of APIs to create and define worktypes and workbins, instantiate workitems, create schedules/processes, etc and there is lots more coming. We've are hoping that in the next 30 days, we'll be able to deliver workitems to agents using the APIs. From there, we'll start in on UI development - which, for most customers, is where the rubber starts to meet the road.
I'm hopeful we'll have a beta release including API, UI, and analytics support by early Q4 and right now things are looking really good for that.
If you are interested in gaining access to the existing beta - APIs, let me know (chris.bohlin@genesys.com) and I can get your org enabled.
Thanks
Chris
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Chris Bohlin
Product Manager - PureCloud
Original Message:
Sent: 07-22-2022 01:23
From: Joel Graham
Subject: Routing of Work item to Agents.
Hi Chris,
We're looking forward to this Workitem Routing feature, to help with our post-interaction back office workflows.
Whist I see this feature on the roadmap, and see it is currently in Beta - I cannot find any dates other than 'this rear'.
Do you have any release date information?
Also, if you are looking for more Beta users, I'd be keen to explore the possibility.
Joel
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Joel Graham
Red Energy Pty Ltd.
Original Message:
Sent: 05-23-2022 08:12
From: Chris Bohlin
Subject: Routing of Work item to Agents.
Thanks Robert and Dewald - I just wanted to confirm - we are indeed working to deliver workitem routing to Genesys Cloud this year and Robert's comments about unattended workitem support being available in beta is accurate. We're actively working on getting our API support completed to route workitems to agents and then will work to layer in agent and supervisor UI support past that. I'd like to level-set up front. We are not rebuilding iWD (which can make coffee at 2pm each afternoon with just the right amount of milk to keep you happy!) but we are looking at developing workbin support, a business rules engine, and will enable the triggering of events to help drive business logic. We'll continue to building out workitem routing and will look to close the ground with iWD - but that is a steep hill to climb!!!
In the mean time, our 3rd party email or chat solution may be a good way to get off the ground.
Thanks and we look forward to delivering workitems later this year.
Chris
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Chris Bohlin
Product Manager - PureCloud
Original Message:
Sent: 05-23-2022 04:38
From: Dewald Smit
Subject: Routing of Work item to Agents.
Hi Guys. You can go have a look at the Roadmap: https://genesyscloud.aha.io/shared/d3bc714a5707a976777cdfdd719cbae0
Under Inbound you can see they are working on this at the moment. :)
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Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
Original Message:
Sent: 05-22-2022 10:41
From: Robert Wakefield-Carl
Subject: Routing of Work item to Agents.
You have to use Email with a screen pop at the moment. The idea of Work Items is in the works with a beta of the unattended API, but the full Work Item feature with an agent UI, Supervisor UI, and Analytics will not be out until the end of the year.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 05-22-2022 06:35
From: Samrat Som
Subject: Routing of Work item to Agents.
Hi Team,
Do anyone knows of any way to route 3rd party work items/messages route to agents , something similar to iWD in Genesys Engage.
Any help would be appreciated.
Cheers
Samrat
#Routing(ACD/IVR)
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Samrat Som
Genesys - Employees
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